Technology transformation | RBS

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Case study - Digital banking

The bank is investing in its digital channels to make it simpler to serve its customers and easier for them to do business with us. We now have 4.2 million customers regularly using our mobile app, 19% higher than a year ago. Helped by the introduction of Touch ID for both Apple and Android users, many customers now exclusively use digital banking for their day to day banking needs. In 2016, we more than doubled the number of products sold through our mobile app compared with 2015. NatWest customers can now apply for personal loans, credit cards and overdrafts via the mobile app.

We continually look for ways to improve our digital offering for customers and the recently launched award-winning DigiDocs service* has massively reduced the online loan application process for customers from an average of 11 days to less than 24 hours.

We have also been accredited by the RNIB (Royal National Institute of Blind People) for improvements to our voice over mode to help partially sighted and blind people make the most of our mobile banking app.

*DigiDocs allows personal and small business customers who are unable to receive an instant application decision and need to provide supporting documents, to upload any type of document, of any size, from any device, any time and anywhere.